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Here's an update which will come quite unexpectedly to most readers here (at least it was for me):
After my last complaint where I was rather harsh and doubted their claim to have sent the package almost two weeks ago I also told them that I would like for them to forward my mail to the head of customer support because I thought that they should know about the current situation.
On the same day I received an email from Laurent Picard himself, very friendly stating that he had personally checked into the issue and that the package has indeed been sent and that I should allow for up to 3 weeks for it to arrive. To say I was impressed does not quite describe my feelings. I was, honestly, still doubtful that a package can take as long as 3 weeks from Paris to Vienna (especially since my Postal Service told me that packages should take only 2-3 business days, normally) but what you say if the co-founder personally investigates the issue.
Yesterday the package finally arrived, the label proves that it was really sent nearly 3 weeks ago.
I have to admit that I am still very impressed that Mr. Picard takes such things important enough to personally interfere. I think it shows that he is keeping a very close eye on things and is very much in the thick of things. This is why I wanted everyone to know the result of my case. In my opinion one can't value it too highly if the top management is taking a personal interest and - more even - an active part in the daily work and I think that bodes very well for the future of Bookeen.
I am certain that the current difficult situation is being worked on and Bookeen is very interested in keeping their customers happy.
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